Head of Aurora Support

Aurora Innovation•Mountain View, CA

4d•Hybrid

About The Position

As Aurora scales its commercial trucking operations, the quality and reliability of our customer support becomes a direct reflection of the product itself. This role owns that experience end-to-end — from the moment a customer contacts us with an issue to the moment it’s resolved — across both frontline support and deep technical engineering. We need someone who is technically credible to lead engineers diagnosing complex autonomous vehicle hardware and software issues, and commercially sharp enough to be Aurora’s face to enterprise customers when something goes wrong. The person in this role sets the standard for how we show up for customers in a 24/7 safety-critical operating environment, while simultaneously building the technical infrastructure and team depth required to resolve issues faster as our fleet scales.

Requirements

10+ years leading technical support, field service engineering, or site reliability engineering in a 24/7, high-stakes environment — autonomous vehicles, aerospace, industrial automation, or comparable safety-critical domains.
Demonstrated experience operating across both integrated frontline customer-facing support and deep technical triage, and you understand how to design the handoffs between them.
Deep technical fluency in complex hardware/software systems — enough to earn the respect of engineers doing root-cause analysis on AV systems, evaluate the quality of their work, and make prioritization calls under pressure.
Proven ability to be the customer-facing leader in a B2B or enterprise environment where failures have real operational consequences for the customer — and where your communication under pressure directly shapes the relationship.
Track record of building and scaling support operations in a fast-moving, technically complex domain — not just running a mature team, but designing the structure from earlier stages.
Experience defining and owning SLAs, FCR, TTR, and CSAT as genuine accountability metrics, not reporting exercises.

Nice To Haves

Experience in autonomous vehicles, advanced robotics, or aerospace systems — familiarity with the specific complexity of AV HW/SW integration and the regulatory and safety context that governs it.
Demonstrated experience implementing AI-driven or agentic support tooling to scale operations — specifically in environments where automation boundaries must be defined carefully given safety implications.
Experience managing support operations across enterprise customer segments with varying SLA requirements.

Responsibilities

Own Aurora’s end-to-end customer support experience, including SLAs, SOPs, and the playbooks that govern how frontline teams respond to customer inquiries across all channels.
Serve as Aurora’s primary operational point of contact for enterprise customers — maintaining trust, transparency, and communication standards that match the stakes of a safety-critical product.
Drive First Contact Resolution (FCR) by continuously improving frontline troubleshooting playbooks, ensuring agents can resolve the highest-volume issues without escalation.
Define and deliver industry-leading Customer Satisfaction (CSAT) scores as a core operating metric, not a lagging indicator.
Lead the technical team responsible for 24/7 remote diagnosis and onsite field resolution of complex autonomous vehicle hardware and software issues.
Own the technical triage process — establishing clear escalation criteria, diagnostic rigor, and engineering handoff protocols that minimize vehicle downtime without bypassing safety review.
Bring sufficient technical depth in Aurora's AV platform to command credibility with engineering teams, make sound prioritization calls on escalations, and hold the team accountable for resolution quality.
Maintain clear escalation boundaries — ensuring the support organization resolves operational issues with speed and rigor, and immediately escalates to the appropriate teams when an issue crosses into incident or safety-critical territory.
Build and develop a high-performing support organization with the appropriate technical and customer-facing capabilities Aurora needs as commercial operations scale.
Design and own the scaling strategy for support operations as Aurora’s commercial fleet grows — building the team, tooling, and processes that can handle volume without sacrificing resolution time and quality.
Architect how AI-augmented tooling fits into the support workflow — defining where automation replaces manual triage, where it assists human judgment, and where human oversight remains non-negotiable given the safety context.
Drive continuous improvement in diagnostic tooling, ticketing systems, and workflows to accelerate Time to Resolution (TTR) and eliminate organizational ambiguity about ownership.
Build tight operational linkage between Support, Software Engineering, and Hardware Engineering — ensuring clear escalation paths and accountability at every handoff point.